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Team Leads - Solutions Center/Helpdesk - Windows Centric - FS - Marl by "Gary Wright" wrightassociates
Message
Mon Aug 19, 2013 8:32 am (PDT) . Posted by:
"Gary Wright" wrightassociates
Please feel free to refer this position to other groups and people you know.
Position Title – WR732781082013/WR732791082013
Team Leads – Solutions Center/Helpdesk – Windows Centric – FS - Marlboro, MA
Area – Excellent Package
Excellent Compensation Package – Base + Generous Bonus & PS + Comprehensive
Benefits – Local candidates only – No Sponsorship
WR732781082013 - Role 1 – Early Shift – (6 AM – 2 PM)
WR732791082013 - Role 2 – Late Shift – (12 PM - 9 PM)
Company
Large, successful, and growing Boston based Investment Management Firm –
Great Company – Lots of Upside – Excellent Compensation Package – Bonus –
Profit Sharing etc. Join a team oriented, collaborative, results focused
environment and become part of an elite organization with great growth
possibilities.
Position Responsibilities – Summary
The Solutions Center Team Lead oversees (Early or Late Shift) the operations
of the firm's Solutions Center. This individual in this role is accountable
for service delivery to our internal customers based on agreed to service
level agreements. Additionally, this individual will be the initial
escalation point for issues and requests reported through the Solutions
Center by the staff and will escalate major issues to senior management as
necessary.
Responsibilities:
· Oversee day-to-day Solutions Center activities and staff.
· Monitor and escalate all issues regarding the Solutions Center
staff and process.
· Partner with peer team lead to determine appropriate resource
allocation and complete staff schedules.
· Ensure adequate turnover from shift to shift to the Shift Lead &
staff.
· Monitor call volume to ensure all calls are answered within
targeted times, abandoned call objectives are met or surpassed, and
appropriate staffing levels are maintained for assigned shift within a 7x24
environment.
· Provide senior management with reporting on staff performance,
call volume, call quality and other relevant metrics.
· Review and update new staff training materials for completeness
and accuracy.
· Monitor employee performance regarding accuracy of information
given to customers, professionalism and enthusiasm through daily coaching
and call review.
· Escalate unsatisfactory employee performance to the Director,
Service Center.
· Provide input in staff performance reviews.
· Assist the Director, Service Center in screening and training new
employees.
· Ensure accurate support documentation is maintained within the
Solutions Center.
· Approve staff time sheets.
· Identify, develop plans and recommend opportunities for process
improvements to senior management.
· Perform problem trend analysis to identify where process changes
or client training is warranted to reduce support questions.
· Liaise between the Solutions Center and Information Technologies
teams to keep the group informed and trained on future IT initiatives.
· Participate in regular meetings with support teams, designed to
work out any issues that cause inadequate response to a client issue or
question, review open issues, and provide assistance.
Required Skills and Competencies:
Technical Qualifications:
· Experience with and proficiency in Call center technologies. AVAYA
Phone System and Service Now problem tracking tool knowledge is a plus!
· Working knowledge of Microsoft Office Suite/Windows 7 Operating
System
· Working knowledge of 2010 Outlook Email and Calendar
Non-Technical Qualifications
· Ideal candidate will have a Bachelor's Degree and/or at least 5
plus years of prior call center leadership experience at a site with a
minimum of ten analysts
· Must possess superior:
- Leadership skills, be a team player, have strong analytical
skills and strong knowledge of call center technology
- Phone skills and the ability to project professionalism,
courtesy, tact, diplomacy, discretion and sound judgment
- Written and verbal communication skills
· Must be able to:
- Work independently and with minimal supervision
- Present a professional image and demeanor to internal and
external customers
- Effectively present information in one-on-one and small group
meetings
- Adapt to a dynamic work environment and make independent
decisions
- Develop and maintain successful relationships
- Treat others with respect
· Must be:
- Highly self motivated and multi-task oriented
- Client focused
· Understanding of ITIL necessary, ITIL certification a plus
· HDI membership or certifications a plus
· On-Call Required
Keys to these Positions:
1. Call Center Technologies: This individual should be well versed in the
following technologies: Microsoft Office Suite, Windows 7 Operating System,
Microsoft 2010 Outlook Email and Calendar, Avaya phone system. Service Now
tracking tool knowledge is a plus.
2. Leadership: This individual must have experience leading a team of Call
Center resources. Responsibilities will include day-to-day management,
staff coordination, and following up on tickets, escalation of trends to
senior management. This individual will lead a team of 6 to 8 Call Center
staff.
3. On Call: There is an on call component. This individual will need to
coordinate on call coverage and will be included in the on call rotation.
4. Financial Services is a plus, not a requirement. The key is that the
individual must be comfortable in a fast paced environment. This person
must understand the pace, the urgency, priorities and client sensitivity.
5. Excellent communication skills are required.
Contact Information – Resumes in Word format to:
Gary Wright - President – Wright Associates
Phone - (508) 761-6354 - Email - GaryWright@WrightAssociates.org - WEB
Site – www.wrightassociates.org
[Non-text portions of this message have been removed]
Position Title – WR732781082013/
Team Leads – Solutions Center/Helpdesk – Windows Centric – FS - Marlboro, MA
Area – Excellent Package
Excellent Compensation Package – Base + Generous Bonus & PS + Comprehensive
Benefits – Local candidates only – No Sponsorship
WR732781082013 - Role 1 – Early Shift – (6 AM – 2 PM)
WR732791082013 - Role 2 – Late Shift – (12 PM - 9 PM)
Company
Large, successful, and growing Boston based Investment Management Firm –
Great Company – Lots of Upside – Excellent Compensation Package – Bonus –
Profit Sharing etc. Join a team oriented, collaborative, results focused
environment and become part of an elite organization with great growth
possibilities.
Position Responsibilities – Summary
The Solutions Center Team Lead oversees (Early or Late Shift) the operations
of the firm's Solutions Center. This individual in this role is accountable
for service delivery to our internal customers based on agreed to service
level agreements. Additionally, this individual will be the initial
escalation point for issues and requests reported through the Solutions
Center by the staff and will escalate major issues to senior management as
necessary.
Responsibilities:
· Oversee day-to-day Solutions Center activities and staff.
· Monitor and escalate all issues regarding the Solutions Center
staff and process.
· Partner with peer team lead to determine appropriate resource
allocation and complete staff schedules.
· Ensure adequate turnover from shift to shift to the Shift Lead &
staff.
· Monitor call volume to ensure all calls are answered within
targeted times, abandoned call objectives are met or surpassed, and
appropriate staffing levels are maintained for assigned shift within a 7x24
environment.
· Provide senior management with reporting on staff performance,
call volume, call quality and other relevant metrics.
· Review and update new staff training materials for completeness
and accuracy.
· Monitor employee performance regarding accuracy of information
given to customers, professionalism and enthusiasm through daily coaching
and call review.
· Escalate unsatisfactory employee performance to the Director,
Service Center.
· Provide input in staff performance reviews.
· Assist the Director, Service Center in screening and training new
employees.
· Ensure accurate support documentation is maintained within the
Solutions Center.
· Approve staff time sheets.
· Identify, develop plans and recommend opportunities for process
improvements to senior management.
· Perform problem trend analysis to identify where process changes
or client training is warranted to reduce support questions.
· Liaise between the Solutions Center and Information Technologies
teams to keep the group informed and trained on future IT initiatives.
· Participate in regular meetings with support teams, designed to
work out any issues that cause inadequate response to a client issue or
question, review open issues, and provide assistance.
Required Skills and Competencies:
Technical Qualifications:
· Experience with and proficiency in Call center technologies. AVAYA
Phone System and Service Now problem tracking tool knowledge is a plus!
· Working knowledge of Microsoft Office Suite/Windows 7 Operating
System
· Working knowledge of 2010 Outlook Email and Calendar
Non-Technical Qualifications
· Ideal candidate will have a Bachelor's Degree and/or at least 5
plus years of prior call center leadership experience at a site with a
minimum of ten analysts
· Must possess superior:
- Leadership skills, be a team player, have strong analytical
skills and strong knowledge of call center technology
- Phone skills and the ability to project professionalism,
courtesy, tact, diplomacy, discretion and sound judgment
- Written and verbal communication skills
· Must be able to:
- Work independently and with minimal supervision
- Present a professional image and demeanor to internal and
external customers
- Effectively present information in one-on-one and small group
meetings
- Adapt to a dynamic work environment and make independent
decisions
- Develop and maintain successful relationships
- Treat others with respect
· Must be:
- Highly self motivated and multi-task oriented
- Client focused
· Understanding of ITIL necessary, ITIL certification a plus
· HDI membership or certifications a plus
· On-Call Required
Keys to these Positions:
1. Call Center Technologies: This individual should be well versed in the
following technologies: Microsoft Office Suite, Windows 7 Operating System,
Microsoft 2010 Outlook Email and Calendar, Avaya phone system. Service Now
tracking tool knowledge is a plus.
2. Leadership: This individual must have experience leading a team of Call
Center resources. Responsibilities will include day-to-day management,
staff coordination, and following up on tickets, escalation of trends to
senior management. This individual will lead a team of 6 to 8 Call Center
staff.
3. On Call: There is an on call component. This individual will need to
coordinate on call coverage and will be included in the on call rotation.
4. Financial Services is a plus, not a requirement. The key is that the
individual must be comfortable in a fast paced environment. This person
must understand the pace, the urgency, priorities and client sensitivity.
5. Excellent communication skills are required.
Contact Information – Resumes in Word format to:
Gary Wright - President – Wright Associates
Phone - (508) 761-6354 - Email - GaryWright@WrightAs
Site – www.wrightassociate
[Non-text portions of this message have been removed]
GROUP FOOTER MESSAGE
The New England Networking Group is Moderated by:
Gary L. Wright - President/Principal - Wright Associates
Wright Associates specializes in High Technology Recruiting Services for the New England Market Place.
Phone: 508-761-6354
Email: mailto:GaryWright@WrightAssociates.org
Website: www.WrightAssociates.org
Gary L. Wright - President/Principal - Wright Associates
Wright Associates specializes in High Technology Recruiting Services for the New England Market Place.
Phone: 508-761-6354
Email: mailto:GaryWright@WrightAssociates.org
Website: www.WrightAssociates.org
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